Abstract

This paper examines the implementation and impact of Strategic Account Management (SAM) programs in healthcare organizations with a proposed framework as the solution to overcome limitations of traditional SAM models. The study presents a comprehensive framework for developing and executing SAM programs, focusing on seven key steps: strategic account identification, account profiling, internal resource alignment, value co-creation, KPI establishment, change management, and continuous performance monitoring. The paper also considers the economic impact of implementing the proposed framework with a case analysis of a mid-sized healthcare organization with USD 100M in revenue. The impact assumptions include a 5% year-over-year revenue growth, 1% increase in gross margin, and improved customer retention, resulting in a significant economic benefit of USD 5.2 million increase in annual gross profit. The findings suggest that SAM programs enable healthcare organizations to build stronger partnerships with high-value accounts, enhance customer satisfaction, and maintain competitive advantage in an increasingly dynamic healthcare landscape. This research contributes to the understanding of how healthcare organizations can transition from transactional relationships to value-driven partnerships through structured account management strategies.